Roles and Responsibilities

- Manage Service delivery and lead a 24 - 7 technical team for the India region organizations to ensure seamless, end-to-end (L0/L1/L2) service delivery for both in-house and vendor managed services/applications.

- Escalation Management: Point of contact for all functional service escalations. Facilitate RCA/technology forums with vendor partner to ensure service quality and production stability.

- Monitor, analyze, report and ensure day-to-day operational execution, control over volume, SLA and process/technology changes

- Collaborate with vendor partners and business service units to ensure execution of service improvement initiatives and operations maturity

- Lead Initiatives to standardize processes relevant to the work area. Assume ownership of delivering committed efficiency saves from within the competency.

- Ensure - Audit Readiness- and act as interface between auditors and managed services to provide quality and on time audit response with proper evidence

- Manage operational tools/process changes - Ensure controlled entry into production operations through governed process

- Manage redundant work elimination, consolidation by coordinating with appropriate stakeholders

- Provide oversight and governance for ensuring code deployment and patching of applications and servers are appropriate without compromising on key metrics of the applications for performance, infosec, RTO and RPO.

- IT Budgeting and planning

- Implementation of ESAT action items and ensure employee engagement

Skills and Competencies Required

- Proven expertise in operational service delivery management for mission critical production environment, preferably in an international/outsourced environment

- Awareness of IT and experience of working in an IT oriented operations

- Strong communication, presentation and negotiation skills. Excellent analytical and problem solving skills with a strong desire to own issues through to resolution

- Proven team player, strong team leadership skills. Self-motivator who can work with minimum supervision.

- A believer in continuous improvement of services, processes and operational efficiency

Personal Competencies:

- Excellent interpersonal and communications skills. Ability to multi-task and work with multiple counterparties across the globe under tight delivery timelines.

- Proactive Approach & Principled Behavior: - Never drops a ball-, responsive and quick. Actively identifies, raises and mitigates potential compliance, control or operational issues

- Partnership & People Leadership: Has long term perspective on clients needs. Collaborates closely with clients and stakeholders to develop solutions. Thinks ahead, acts with oversight, co-ordinates efforts to support strategy

- Professional Skills: Can handle complex problems regularly and come up with creative and effective approaches for resolution and willing to learn and work and on any new technology

Technical Skills:

- Should have knowledge on Unix, Linux, Database technologies (Informix /Oracle) etc.

- Good knowledge of writing / reviewing SQL queries. DBA knowledge will be an added advantage

- Worked in a computing environment which is critical to business and data size in few terabytes

- Understanding infrastructure changes and deployment architecture

- Awareness about information and data security

- Ability to understand business metrics

- Good knowhow about infrastructure (hardware / network / storage / log analysis)

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